Understanding Where Your Order Is
One of the most frustrating parts to a leased line is in the delivery process. You have placed your order and you want to see a speedy installation so that you can start to take advantage of the speed and reliability that this connection will deliver you. Sadly this can take anything between a few weeks, to a few months, depending on the complexities of the install. We have designed tools to ensure that at every stage you are kept informed of its progress. What you see here isn't the norm within our industry, many of which fail to extend updates via a spreadsheet or conference call.
To keep you in the picture as to where you order is, we provide a graphical flow diagram. This is designed to allow you to show the major milestones contained within an order, and where today your order is within it. For example, in the diagram alongside, you can see that the highlighted step in green is 'processing' meaning that surveys have completed, there are no excess charges associated, and we're in a delivery phase.
At each milestone stage an email is dispatched confirming the current status re-affirming works completed and what we expect to happen between now and the next milestone. These emails are dispatched as soon as we receive confirmation from our carriers ensuring that we are not a bottleneck in the flow of information.
In between our milestone emails there will be additional snippets either based on our staff chasing carriers, or requesting information from you. They are designed to show you that orders are fluid and that our staff are just as keen to see your leased line live as you and your client will be.
Every milestone, change in status, update from our carriers, or correspondance between ICUK and yourselves, is logged. You can view this log via the control panel, so you can easily track and understand what has happened with an order. Although this may sound a sensible thing to have, and not necessarily revolutionary, it is in stark contrast to our industry who remains reliant on updating clients with weekly spreadsheets and conference calls. We have worked hard to streamline the order process and ensure that the flow of information to our resellers is frequent and understandable.
Whether this be your first leased line order, or one of many, there may be times when you need to speak to a member of our support team to run through a scenario or issue. We have specialists who have operated in this industry for years, and will be able to share their knowledge ensuring that a speedy resolution is sort every time.
Sometimes it's worth stepping back reviewing an order's progress. To assist this we provide order statistics showing a break down of the parties involved in the delivery ranging from the carrier, through to the customer. In a simple order, the carrier will shoulder the majority of the time taken, however for large or complex installations a multitude of parties and processes will be involved. The statistics will hopefully demonstrate areas which the customer can influence, as well as aid us in our management of carriers through the order journey.